Jessica preston
11a Hobart Ave | Umina Beach NSW 2257 | - |-
Education
Lean Six Sigma
AGSM
2017
Project selections and preparation
DMAIC Methodology
Change Management
Stakeholder Management
POSITIONS HELD
2005 – 2009 Customcall/Blueprint Management, Assistant Team Leader (Austar Mobile Campaign)
2009 – 2010 Virgin Mobile Loyalty Team, Customer service, Billing and Complaints Representative
2010 – 2012 Virgin Mobile Network Support Team, Network Support and Service Analyst
2012 – 2017 Optus Back Office, Customer Service & Admin (Customer Experience & Operational Projects Coordinator)
Skills & Abilities
Back Office Operations, Optus-
Managed stakeholders responsible for delivering on service experience.
Managed the setting of KPI’s, reported on and worked with partners to drive performance.
Worked with support teams to ensure availability
Developed, managed and reviewed customer support
Created and managed a structured knowledge management framework
Created and managed the process for external responses to issues
Managed back office support required across product portfolio and the delivery across local team, support teams offshore and external call centre partners.
Managed industry compliance
Operational Projects Completed
Reduce workload volumes
Reduce average handling time
Expatriated to Mumbai to create a new team
Improved Process that involve other carriers
Worked with support teams to create information databases
Worked with support teams to update systems for compliance
Updated business process to reduce product loss
Standardised processes across a large department Gathered data on system used to capture workloads
Lead team of seniors to deliver on solutions
Created documentation that clearly defined processes
Worked with IT to create Automation Robots
Customer Experience Manager
2012 - 2017
Developed insights into customer needs and created a customer experience delivery plan that simplified customer interactions, reduced cost to serve and improved NPS.
Defined and managed the delivery of customer experience initiatives that improve user journeys and reduce cost to serve.
Developed and implemented practices to measure customer satisfaction and NPS.
Developed online customer journeys and worked with support teams to define flows, manage content and drive online service, service automation and online interactions.
Customer Experience Projects Completed
Created a customer facing team to manage sensitive administrative issues
Created a Back Office Net Promotor Score program
Reduced time to market for Optus Business Products
Team Management Experience, Optus
2015 - 2017
Managed small team (3-5FTE) of on-shore agents who implemented internal operational projects
Managed a team of leaders based in Mumbai, Sydney and Melbourne centres in aligning tasks, manage deliverables and improve productivity and efficiency.
Team Management Experience, Customcall/Blueprint Management 2005 – 2009
Coach agents to deliver on KPIs
Create and fulfill performance implementation plans and performance development reviews
Manage team adherence
Monitor and improve on team results
Manage team administration duties
